Recruitng and Retaining Call Center Employees (In action) [Paperback]

Natalie Petouhoff (Author)

Book Description

Publication Date: December 28, 2001 | ISBN-10: 1562862944 | ISBN-13: 978-1562862947

Call centers are the first touch in the customer pipe-line. Help these people reach their potential and ensure that they contribute to your bottom-line by improving the training, recruiting, and evaluating your call center employee programs. Use the included case studies to see best practices and manage the ROI of your call center programs.

Editorial Reviews

About the Author

Natalie L. Petouhoff works as a principal investigator with Jon Anton, who is director of benchmark research at Purdue University's Center for Customer-Driven Quality. She creates articles, books, and white papers that provide companies mission-critical information to enhance their customer service strategy through inbound call and e-business centers using the latest in telecommunications (voice) and computer (digital) technology. Petouhoff also specializes in using the Internet for external customer access as well as intranets and middleware. In addition, she is a partner at LMR associates where she specializes in return-on-investment (ROI) for "soft skills" and is a program manager for a change management program as well as a trainer of work style behavior change.

Product Details

• Paperback: 226 pages
• Publisher: ASTD (December 28, 2001)
• Language: English
• ISBN-10: 1562862944
• ISBN-13: 978-1562862947
• Product Dimensions: 8.9 x 6.9 x 0.6 inches
• Shipping Weight: 13.6 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #2,960,602 in Books (See Top 100 in Books)

More About the Author

Dr. Natalie has served as a Forrester Analyst in Social Business, Social CRM, Social Media, CRM (Marketing, Sales and Service) and ROI, and as the Chief Strategist for Social Media and Digital Communications PR Agency, with a world-wide practice role spanning client work, practice development and thought leadership.

She's lead the development of consulting practices in management consulting as well as organizational change management at PricewaterhouseCoopers, Benchmarkportal and Hitachi Consulting.

Dr. Natalie's focus is to advise clients on their strategy for social media, marketing, PR, customer service and integrating them using organizational change management, new technology deployment and social media analytics, measurement and ROI.

Dr. Natalie is credited with writing the world's first social media ROI model for PR, Marketing, Product Innovation and Customer Service.

Dr. Natalie has developed frameworks, assessments, maturity models and ROI models for the past 15 years, including social media ROI calculators, social media brand index scoring systems, HR and Human Capital ROI models, Customer Service, Brand Equity/Reputation ROI models, PR/Word of Mouth and Marketing Conversion Rate Models as well as Social Media Production Innovation Calculators.

By comparing a brand or company's "current state" to best practices, she has created tools that provide short and long-term roadmaps via recommendation engines that help standardize planning for social media and digital communications programs.

Dr. Natalie's research is among the top in the world, respected for over 20 years because of her ability to tackle difficult subjects like connecting social media and traditional function department's initiatives to the bottom-line and creating the world's first social media return-on-investment calculator.

She's combined her experiences into practical experience to guide CxO's, PR, Marketing, Customer Service and IT leaders, as integrated teams, to make sound business decisions by providing executable strategies that improve the bottom-line.

Dr. Natalie the President of Social Media Club LA, participates in Girls in Tech and is a Guest Lecturer at UCLA Anderson School of business, teaching in the MBA program on Social Media and Digital Communications and an Adjunct Professor at USC Annenberg's School for Communication, teaching PR Measurement.

Dr. Natalie is often quoted in NYTimes, USAToday, Bloomberg-BusinessWeek, CRM Magazine and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is an invited and keynote speaker at conferences like... Social Media Advertising Consortium (SMAC), WOMMA, Web 2.0, Radian6 Conference, Enterprise 2.0, Gartner CRM Summit, Forrester IT, Business Technology and Consumer Forums, Hispanicize, CRM Evolution, SugarCon, C3, UCLA Anderson Business School MBA Program, USC Pepperdine Business Forum, Vendor Users Conferences, ICMI, GSA and SOCAP.

To follow Dr. Natalie, check out her musing on Twitter.com/drnatalie ; her website where she blogs about all thing social and digital, www.drnatalienews.com and can be reached at [e-mail]